National Bank of Pakistan Careers: Unit Head & Supervisor - Call Center Roles

Further Details

National Bank of Pakistan, a leading government financial institution, is announcing career opportunities for skilled professionals in its Call Center department. These positions are crucial for enhancing customer engagement and operational efficiency. Join a team dedicated to socioeconomic growth and digital transformation in Pakistan's banking landscape. This is an excellent chance for individuals seeking to leverage their expertise in call center management and supervision. The bank emphasizes a commitment to equal opportunity, welcoming applications from all qualified individuals. Explore these roles for a rewarding career path in a stable and progressive environment.

National Bank of Pakistan Career Opportunities

The National Bank of Pakistan, a prominent government institution, is extending an invitation for skilled professionals to join its esteemed organization. This is a significant opportunity for individuals seeking to contribute to the nation's financial sector and advance their careers within a stable and reputable entity. Explore these exciting job openings and become part of a team dedicated to excellence and innovation.

We are currently seeking to fill critical roles within our Call Center operations, offering a chance to utilize your expertise in a challenging yet rewarding environment. These positions are ideal for those who are passionate about customer service and possess strong leadership capabilities. Successful candidates will benefit from these National Bank of Pakistan jobs Karachi, Islamabad. Discover the potential for professional growth and development with the National Bank of Pakistan.

Key Positions Available:

• Unit Head - Call Center (AVP / VP)
• Supervisor - Call Center (OG - II / OG - I)

Essential Requirements:

• Minimum Graduation or equivalent from a recognized university.
• Master's degree or professional certification preferred for higher roles.
• Significant experience in Call Center operations and management.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in MS Office and relevant call center software.

Job Locations:

• Karachi
• Islamabad

Employment Type:

• Contractual basis for three years, with potential for renewal.

Application Process:

• Interested candidates should visit the official NBP careers portal.
• Apply online within 10 working days from the advertisement date.

Skills

• Up-to-date knowledge about regulatory requirements with respect to Call Center / Contact Center management and industry best practices
• Ability to implement process improvement plans
• Strong analytical and problem-solving skills
• Have exposure / required knowledge of digital onboarding, digital payments, self-service banking, digital business
• Excellent managerial skills
• Have expertise in strategic planning and execution of Call Center / Contact Center-related initiatives / operations
• Good oral and written communication skills in English and Urdu speaking, regional language(s) would be considered as an advantage
• Customer-centric attitude with strong problem-solving ability
• Excellent leadership and people management skills along with customer services / quality assurance background
• Proficient in MS Office (Word, PowerPoint, and Excel)
• Maintain integrity and adherence to ethical standards
• Able to work in different shifts (including nights, weekends, and public holidays)

Duties and Responsibilities:

• To manage floor activities including sending alerts for technical problems causing any potential disruption in the normal conduct of inbound and outbound activities, required surveillance of call agents, maintenance of Service Level Agreement (SLA), call abandon ratio / rate, average talk time and targeted / defined Key Performance Indicators (KPIs) for call center
• To be able to manage teams focused on critical operations, multiple shifts, logistics & administrative tasks, maintenance of Service Level Agreement (SLA), call abandon ratio / rate, average talk time and targeted / defined Key Performance Indicators (KPIs) for call center
• To manage and maintain operational efficiency by managing call agents / supervisor's placement in shifts in accordance with calls load, managing team for targeted performance and maintain quality assurance checks
• To facilitate Wing Head – Call Center in responding queries, by providing related MIS(s) and reports as and when required by management
• To manage office expenditures within approved budgets
• To coordinate with other groups in settling out Call Center related issues
• To act as ‘focal person’ for audit or inspection related activities
• To identify performance gaps and mitigate risks at Call Center by complying with State Bank of Pakistan's guidelines and internal policies covering Call Center operations and management
• To maintain required service standards and attain assigned Key Performance Indicators (KPIs)
• To ensure required support for implementation of strategy with respect to Call Center transformation
• To liaise with third party service providers and ensure support as per defined terms and conditions of Service Level Agreement (SLA)
• To perform any other assignment as assigned by the supervisor(s)
• To prepare and share all periodic reports as per needs assessment made by Workforce Manager
• To plan and execute schedule for Call Center agents by allocating adequate resources wherever required
• To ensure that Agents are regularly updated with all the information sent by CRD System, internal processes and required product knowledge
• To apply NBP Product knowledge and knowledge of processes including Complaint Handling, Call backs, Escalations, Reporting / Data Logging as per requirement
• To guide and support Call Center agents in discharge of their duties / assignment
• To evaluate training needs of Call Center agents for their self-grooming and enhanced productivity
• To continuously monitor the code of conduct of Call Center agents along with timely provision of corrective action
• To conduct performance evaluation of Call Center agents for onward reporting of the same to senior supervisor(s)
• To motivate and create a sense of ownership among reporting resources in order to meet all targets and create healthy competition
• To perform any other assignment as assigned by the supervisor(s)

How to apply

Interested candidates are encouraged to visit the official National Bank of Pakistan careers website to submit their applications. Please ensure you complete the online application process within the stipulated timeframe.

• Visit the Official Website: Navigate to www.sidathyder.com.pk/careers to access the application portal.
• Application Deadline: Applications must be submitted within 10 working days from the date of this advertisement's publication.
• Required Documents: Prepare your updated Curriculum Vitae (CV), educational certificates, CNIC, and any other relevant documents as may be requested during the application process.
• Online Application: Complete the online application form accurately and thoroughly.
• Eligibility Criteria: Ensure you meet all the basic eligibility criteria mentioned for the respective positions before applying.
• Shortlisting: Only shortlisted candidates who strictly meet the above-mentioned basic eligibility criteria will be invited for the test and/or panel interview(s).
• No TA/DA: Please note that no Travel Allowance (TA) or Daily Allowance (DA) will be admissible for the test or interview.
• Equal Opportunity Employer: National Bank of Pakistan is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of gender, religion, or disability.

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